Senior Manager, Data Conversion Vendor Management

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

The Data Conversion team within Integration Services is responsible for client bulk data transfer as part of the overall onboarding experience transitioning to the athena platform. A large driver of success is our partnership with data extraction vendors and working cross-functionality across our client-facing teams (Sales, Onboarding, Customer Success Management), Product, and Procurement to understand the end-to-end impacts of vendors on the data conversion process. As the Senior Manager, Data Conversions Vendor Management, you will be responsible for driving a successful partnership with our vendor partners. This includes developing accountability frameworks, evaluating and re-engineering processes between athenahealth and our vendors, driving a shared roadmap, and ensuring alignment on escalations for shared customers. Key skills to be successful in this role include an analytical mindset, strong project execution, experience with process design, comfort with technical conversations, and a willingness and ability to interface directly with customers.

Essential Functions (Duties and Responsibilities):

Data Migration Operation and Customer Experience (70%)

• Collaborate with internal stakeholders to develop a strategic roadmap for vendor management, aligning vendor activities with broader organizational strategies and objectives. Anticipate future needs and trends in vendor management practices cultivating a culture of excellence in client project delivery
• Establish clear SLAs outlining performance metrics, deliverables, and timelines. Monitor vendor performance against SLAs, address any deviations promptly, and enforce accountability
• Partner cross-functionally with multiple stakeholders both internal and external to resolve business issues and escalations including implementing and monitoring solutions that increase operational effectiveness
• Drive continuous improvement initiatives with vendors to enhance efficiency, effectiveness, and value. Proactively identify opportunities for optimization and innovation in processes, technologies, or service offerings including designing, implementing, and iterating on a program roadmap with regular readouts
• Assess and mitigate risks associated with vendor relationships, such as compliance issues, financial stability, or cybersecurity threats. Develop contingency plans and risk mitigation strategies to minimize disruptions to operations

Vendor Collaboration/Management (30%)

• Manage and facilitate open and transparent communication channels between the athena and vendors with a focus on cultivating strong, collaborative partnerships. Clearly define expectations, goals, and objectives for collaboration with vendors through establishing regular meetings, check-ins, business reviews and channels for real-time communication to discuss progress, challenges, and opportunities
• Implement quality control measures to ensure vendors consistently deliver high-quality services. Conduct regular performance reviews and assessments to identify areas for improvement
• Support R&D and Procurement on the continued evolution of our Data Conversion vendor portfolio ensuring appropriate capacity, quality, and risk mitigation
• Effectively manage third-party vendors through distillation of contractual commitments into scorecards and accountability frameworks
• Monitor vendor performance against key performance indicators (KPIs) and service level agreements (SLAs). Provide regular feedback on performance, highlighting areas of strength and opportunities for improvement. Develop and manage vendor partners to performance improvement plans
• Facilitate knowledge sharing and transfer between the organization and vendors to enhance collaboration and build mutual understanding. Share best practices, lessons learned, and industry insights to drive mutual success
• Internal monitoring, review, and delivery of feedback on R&D related work/internal projects to ensure alignment

Education & Experience Required:

• 5+ years of program management or technical project management experience, including management of projects with significant scope and cross-functional interdependencies
• 2+ years of direct responsibility for leading complex, business critical programs
• Demonstrated project management skills including the ability to navigate complex politics, project plans, timelines, identify and mitigate risks, and accurately manage to plan and within budget
• Experienced, confident communicator that can command expertise and credibility with executive and division stakeholders; that can drive teams and stakeholders to effective decisions or consensus
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